topic Re: . New hub delivery in Broadband & Landline

. New hub delivery

Northernest — Fri, 01 Nov 2024 08:32:40 GMT

EE have signed me up as a new broadband customer and only allowed 48 hours to 'go live'. Not realistic for getting the hub to the other end of the country!

So now my old provider has switched off and my hub is only due for delivery in 3 days time. (if its on time)

Has anybody been in the situation? Wondering if the old would can switch on again for a few days.. 🤷‍♀️

Re: . New hub delivery

Mustrum — Fri, 01 Nov 2024 09:13:19 GMT

@Northernest Who is your old supplier? And why have they switched off so soon?

Your circumstances seem very unusual.

Are you sure your line has not developed a fault?

Re: . New hub delivery

JimM11 — Fri, 01 Nov 2024 09:57:30 GMT

@Northernest Such a short transition period, that is normally only BT - EE migration, and if so then the BT equipment all still works until and if new EE replacement is supplied. NOT a normal swap, when did you kick this all off?

Re: . New hub delivery

Northernest — Fri, 01 Nov 2024 10:45:43 GMT

This is Plusnet to EE. But they are all under the umbrella with BT now are they not? So possibly the same protocol..

They called me on Wednesday night.

Re: . New hub delivery

Northernest — Fri, 01 Nov 2024 10:46:52 GMT

It's Plusnet.

I feel a fault would be a bit coincidental? But never say never.

Re: . New hub delivery

JimM11 — Fri, 01 Nov 2024 10:51:31 GMT

@Northernest They may be under the umbrella, but they are not the same, and unless you can change the connection details of you plus net router, then you are waiting on the EE one. Who stuffed up, you or them?

Re: . New hub delivery

Northernest — Fri, 01 Nov 2024 10:54:49 GMT

I think them with the timescale thing. They are using Royal Mail but given my location I don't think anyone else would have been any quicker?

How are you thinking I may have stuffed up? 😁

Re: . New hub delivery

Mustrum — Fri, 01 Nov 2024 10:59:32 GMT

@Northernest Plusnet like EE have been part of the BT Group fpr over 10 years, but all three operate as seperate ISP's. Plusnet would have been required to give you notice of either another ISP takeing over or cancelling your service - so circumstances are still not clear.

Are you on Full Fibre or via your phone line?

Re: . New hub delivery

Northernest — Fri, 01 Nov 2024 13:11:10 GMT

There is no phone line to my property. I am full fibre

Re: . New hub delivery

Mustrum — Fri, 01 Nov 2024 13:16:36 GMT

What lights are on the ONT?

Have you spoken with PN to see what ha happened?

Re: . New hub delivery

JimM11 — Fri, 01 Nov 2024 14:25:30 GMT

@Northernest "So now my old provider has switched off and my hub is only due for delivery in 3 days time. (if its on time)"

That is NOT supposed to happen, until EE have confirmed that the have the line and you are operating then PN keep you connected and the line up with BB functional, so there is an error somewhere, if it's EE then you should look for compensation for the loss of Internet service.

Re: . New hub delivery

Northernest — Sat, 02 Nov 2024 00:02:55 GMT

I was at work today. I obviously need to speak to one of their human beings, as there doesn't seem to be any other way to get in touch. 🤷‍♀️

Re: . New hub delivery

Leanne_T — Sat, 02 Nov 2024 11:22:54 GMT

Hi there @Northernest

Thanks for coming back to us.

You can find ways to get in touch with us on the Contact Us page.

Thanks 🙂

Leanne.

Re: . New hub delivery

Northernest — Sat, 02 Nov 2024 11:34:50 GMT

Thank you Leanne, I have had a look. But calling you would depend on WiFi calling (phone signal isn't great here) but my Internet is off..

No landlines in our street.

Writing to you would take too long. (the new hub would presumably be here long before then)

And to be honest, what can you do? You can't conjure up my hub in the blink of an eye? 🤷‍♀️

Going forward, please consider your customers address when signing them up. You can only switch them on as quickly as it takes for the hub to arrive.

So less haste!

Re: . New hub delivery

Leanne_T — Sat, 02 Nov 2024 12:02:38 GMT

Hi @Northernest

Thank you for the feedback and I am very sorry this happened.

I appreciate you taking the time to come back to me.

Thanks.

Leanne.

Re: . New hub delivery

Mustrum — Sat, 02 Nov 2024 12:36:16 GMT

@Northernest you have not answered the question regarding the ONT lights?

However if they are OK, then why not just enter the BT username and pass word as described in the following help page?

https://ee.co.uk/help/broadband/getting-started/using-and-configuring-a-third-party-router

Your Plusnet router is based on a BT equivalent, as is the EE one, but PN do use a different username and password.